Remote Global Resolution Engineer: Escalations & Root Cause

Ladders; United States; Remote; USD 150,000 - 180,000; Full time

Benefits offered by this job

Flexible hours

Professional development

Access to cutting-edge technology andツ

Collaborative environment

On-call rotations

Job summary

Ladders is seeking a Global Resolution Engineer to resolve complex escalations in a remote, global environment. You will partner with customers, support teams, and engineering to drive root-cause analysis, identify systemic issues, and accelerate fixes.

You will improve technical processes, document recurring issues, and strengthen the support organization. Global coverage requires flexible hours and cross-team collaboration.

Qualifications

• Must have strong root-cause analysis skills for complex escalations.
• Experience diagnosing distributed systems and multi-component solutions.
• Deep expertise in Linux and high-performance networking are required.
• Excellent written and verbal communication for diverse audiences.

Responsibilities

• Own complex escalations from analysis to resolution with customers during incidents.
• Analyze the full solution stack to identify root causes across components.
• Identify patterns to address systemic defects proactively.
• Deliver engineering-ready defects with reproduction steps and hypotheses.
• Maintain Known Issues and Technical Advisories documentation.
• Drive product and process improvements from recurring escalations.
• Mentor Customer Success engineers to raise team technical capabilities.

Skills

Root cause analysis

Distributed systems

Linux

Networking

Communication

Customer interaction

Education

Bachelor's degree in CS/Engineering or related field

Job description

Ladders is seeking a Global Resolution Engineer to resolve complex escalations in a remote, global environment. You will partner with customers, support teams, and engineering to drive root-cause analysis, identify systemic issues, and accelerate fixes.

You will improve technical processes, document recurring issues, and strengthen the support organization. Global coverage requires flexible hours and cross-team collaboration.